Provident Financial Group is made up of Provident Personal Credit Limited, Cheque Exchange Limited and Vanquis Bank. We are the UK's leading suppliers of personal credit products to customers who might have difficulty obtaining credit elsewhere. We're the friendly face of finance and loans, and we're proud of the relationships we have built for over 130 years, making millions of lives better by looking after them where others might not and doing so in a clear, honest and responsible way.
We might have been around since 1880, but we are a rapidly expanding and changing business and over the past 2 years, we have seen a huge transformation of our business through digitalisation, new business launches and acquisitions. Our heritage, understanding and proven performance all give us real confidence as we enter the next chapter of our development.
We want to grow our company and stand out from the crowd.
How do we do this?
With the right people joining us on our journey. All you need to possess are the same personal qualities that have served us so well since 1880: honesty, trustworthiness, understanding, a strong work ethic and the ambition to match.
We are committed to providing fantastic opportunities for your development and we are very excited about our future and the challenges ahead of us.
Interested? Read on
We are looking for the right people to Provide a best in class customer experience through the induction and performance development of the Customer Experience Managers you will be required to manage Operational Standards and processes ensuring that Customer Experience Managers deliver outstanding customer service and operate in accordance with the Company's policies, procedures and processes, including SOPs as well as setting clear standards of performance on customer interactions and measures of success leading by example by pulling people together and motivating their team and recognising great performance and always representing the Company, embodying our vision of 'œLending a Helping Hand When Others Don't'
In this role we require you to be able to perform by leading the execution of Performance Management of CEM's ensuring all team members are effectively managed through company policy and procedures by providing leadership to your team to maximise performance. Ensuring all training, coaching & development needs are identified within the team and acted upon.
Making sure all internal communications are read by each team member and the team acknowledge full understanding or ask for clarity where required, holding regular meetings with team members to review individual performance, training, compliance with legislation / regulations, SOPS, KPI's, company policies, procedures or any other matters
Improve the CEM's productivity by using the task list and measuring their performance against
Collections, Sales and Customer growth ensuring customer experience is consistent, as measured by the customer experience scorecard and ensuring company minimum Quality Assurance standards are achieved and well as ensuring the right outcome for customers
Adhere to all the Company's policies, procedures and processes, including SOPs, You will be required to develop effective working relationships, conduct dual visits on a regular basis and Keep up to date with any new or amended processes, procedures, products, initiatives or regulatory changes that impact the Company
We would require you to Identify and monitor customer dissatisfaction, ensuring appropriate handling of any risk or potential fraud is communicated as appropriate to MLRO or Risk teams.
You will be responsible for your own and your teams' adherence to security of customer and company property and data, ensuring your own and your team members have full adherence to the standard operating procedures, legislation, regulations, KPI's, company policies and procedures
The right person will have the ability to manage people and be able to manage compliance with standard processes and procedures, Basic IT skills and familiarity with IOS/Android systems, flexibility to drive / travel within a designated area as determined by the Company we will require you to work mobile with standard shift patterns.
You will need Literacy and Numeracy Skills, Interpersonal skills in particular Communication and Customer Service, negotiation and Influencing Skills, Effective Questioning and Listening Skills and Observation skills
You must be over the age of 18 with a Full UK Driving Licence
In return we will offer you a basic salary of Â£45,000 plus Bonus, company car and pension
You will also receive full training with our exciting new induction course and you will have plenty of support and advice from your Regional Manager
Equality, Diversity & Inclusion (EDI)
Provident is one of a select group of forward thinking organisations that have signed up for the National Equality Standard (NES). The NES provides a cultural assessment through the lens of diversity. It looks across all 9 protected characteristics set out in the Equality Act 2010 to ensure true inclusion in the workplace. The NES adopts a pragmatic & holistic approach to EDI and achieving it will enable Provident to showcase our business as leaders in this field.